Has anyone had any experience in implementing ITIL in a Process Control Environment. We are busy with an implementation project and would like to know if there are any case studies or experience out there.

We are essentially looking at how configuration management works with non-IT items i.e. process control applications programs, web content etc.

My last job we implemented ITIL not only in the IS Dept but in the Manufacturing departments. A system owner was desginated for each system, they were responsible for creating the system description, roles and responsibilities. Most of the systems had some sort of computer system built in, be it PLC or a PC. we created a Configuration template and used that and modified it for each system, which can include process flow charts.

I have found the important thing is that there is no set document template, you have to decide to what level you need or want to go to. Do you need to consider 21 CFR Part 11, if you do then more detail is required, if not, how much of an audit trail do you need.

In short include Hardware, Software(if any), Process Flow, input/output parameters etc. Look at it from this point of view, "If I was building the system from new what would I need to know to do it" This will give you a good idea of what should be in the Configuration Document.